[Hiring] Manager, Member Services Optimization @Gravie

Role Description

The Manager, Gravie Care Optimization will lead Gravie’s efforts to continuously improve and scale our member and provider services operations. Gravie Care is a hybrid onshore and offshore service team supporting Gravie members, ICHRA participants, and providers across our network. This individual will work with partners within Operations and across Claims Technology, and Product to develop data-backed views on how to improve the productivity, efficiency, and service levels of Gravie Care’s operations.

• Drive initiatives that improve Gravie Care’s operational performance and enhance the member and provider experience.
• Identify, prioritize, and size high-impact opportunities using a structured, data-driven approach, including upstream improvements that reduce call volume and accelerate issue resolution.
• Design and implement practical systems, process and operational enhancements to optimize efficiency and service delivery.
• Translate business needs into clear, actionable requirements for systems, tools and cross-functional projects.
• Build data-backed business cases to guide decisions and solution deployment.
• Develop structured work plans that anticipate risks, remove barriers and ensure timely execution of initiatives.
• Define success metrics, monitor performance and share actionable insights with stakeholders.
• Partner with Operations, Technology, Product and other teams to align priorities and deliver effective solutions.
• Communicate consistently with stakeholders to drive adoption, alignment and impact of new processes and capabilities.
• Own the execution and measurable outcomes of optimization initiatives across Gravie Care.

Qualifications

• 5+ years of progressive experience in process improvement, operations leadership, consulting, and/or quality improvement.
• Strong understanding of member and provider services or similar call center operations.
• Healthcare industry experiences, ideally within health insurance plans or other entities responsible for supporting members with healthcare navigation, eligibility, benefits, and claims payments questions.
• Experience designing and delivering large-scale initiatives with measurable outcomes.
• Expertise in data analysis, process mapping, and operational design.
• Experience leveraging enabling technologies and introducing automation.
• Experience in a high-growth, fast-paced, and evolving environment.

Requirements

• Preferred: Lean Six Sigma certification or equivalent process improvement expertise.

Benefits

• The salary range for this position is $118,394 - $150,242 annually.
• Numerous factors including, but not limited to, education, skills, work experience, certifications, etc. will be considered when determining compensation.
• Gravie’s unique benefits program includes alternative medicine coverage, generous PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, transportation perks, education reimbursement, and paid paw-ternity leave.

Company Description

Gravie is focused on creating a more equitable and sustainable future for employer-sponsored health insurance. We offer a great overall employee experience with opportunities for career growth, meaningful mission-driven work, and an above-average total rewards package.

• Founded and led by industry veterans who have started and grown several market-leading companies in the healthcare space.
• Well capitalized with funding from top-tier investors who share a long-term vision.
• Customer satisfaction rates among employees using Gravie health plans consistently rank above 80% – nearly 40 points above the industry average.
• A unique culture that is non-hierarchical, merit-driven, and focused on making a positive impact.
• Encouragement to be your authentic self.